Go Back   English Forum Switzerland > Living in Switzerland > Complaints corner  
Reply
 
Thread Tools Display Modes
  #1  
Old 05.07.2016, 12:04
Castro's Avatar
la mod
 
Join Date: Nov 2007
Location: ZG
Posts: 5,802
Groaned at 129 Times in 105 Posts
Thanked 17,513 Times in 5,566 Posts
Castro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond repute
Samsung side-by-side fridge freezer

Basically do not buy, they are junk and Samsung support is horrendous.



Having been fascinated with these American style fridge freezers with ice making units for years, I decided to splurge on a Samsung unit about 2.5 years ago. It cost around 3k but then fridge freezers are long term investments, right??

To cut a long story short it started malfunctioning a week ago, completely switches off and stays off for about an hour, before reanimating. So basically this continuous cycle of one hour dead and one hour alive, which means the freezer is unusable.

Its 6 months out of warranty and Samsung do not want to know. OK fair enough, but their sole Swiss service partner has been next to useless. They are based outside of Zurich and charged us CHF 180 to come and basically plug and unplug it telling us that a hard reset might cure the issue. It didn't so they then said they could try replacing various circuit boards and seeing if that fixes the problem, again at a cost of CHF 180 a pop. And if that doesn't fix the problem the engineer suggested that we just bin it since the problem could be with a non replaceable part

I am prepared to pay to get this thing repaired, but not throw upwards of Chf 360 and still find that the fridge needs to be binned. Its a 120 kg behemoth, so its not like getting rid of a toaster.

Anyway I have escalated my complaint up the Samsung CS chain, but they are studiously avoiding me.

Very pissed off, but good to rant
Reply With Quote
The following 5 users would like to thank Castro for this useful post:
  #2  
Old 21.07.2016, 16:18
smileygreebins's Avatar
Forum Veteran
 
Join Date: Feb 2012
Location: Schwyz
Posts: 586
Groaned at 35 Times in 15 Posts
Thanked 1,166 Times in 352 Posts
smileygreebins has a reputation beyond reputesmileygreebins has a reputation beyond reputesmileygreebins has a reputation beyond reputesmileygreebins has a reputation beyond reputesmileygreebins has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

Came across this thread by accident, and have to concur - we inherited a Samsung American style unit; and wouldn't buy another one on the basis of their lack of service support. A couple of the decorative parts were already broken when it came into our care, and under our ownership we've had an issue with the ice maker plus an internal light breakage (not a bulb, but an integrated fuse issue, which means that to see inside the fridge at night, I have to open the freezer door and rely on that light shining into the fridge!). I've made various attempts in the last 2 years to secure replacement parts from within CH (where the unit was originally bought) or from the UK or France or Germany - from both Samsung agents and the generic spare parts companies. No success - keep being told that the parts aren't available. Samsung HQ in South Korea have shown no interest in helping. Such a shame - it is a lovely looking piece of kit and runs well otherwise, but when it does wind up going bang, I'll not bring another Samsung into this house!
Reply With Quote
This user would like to thank smileygreebins for this useful post:
  #3  
Old 21.07.2016, 16:21
Phil_MCR's Avatar
Forum Legend
 
Join Date: Oct 2009
Location: Basel
Posts: 15,209
Groaned at 302 Times in 202 Posts
Thanked 19,405 Times in 8,175 Posts
Phil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

As a workaround, maybe you can install a timer which 'reboots' it every 15 minutes.
Reply With Quote
This user would like to thank Phil_MCR for this useful post:
  #4  
Old 21.07.2016, 16:27
Cata1yst's Avatar
Forum Veteran
 
Join Date: Feb 2012
Location: Zugish
Posts: 573
Groaned at 18 Times in 10 Posts
Thanked 730 Times in 332 Posts
Cata1yst has a reputation beyond reputeCata1yst has a reputation beyond reputeCata1yst has a reputation beyond reputeCata1yst has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

Many appliances these days are built to last 5 years with an auto self destruct built in, that's why they are cheap in the first place.

If they use quality components the price is always higher. Saying this 3k chf aint cheap for a fridge.

The components they use in the appliances are cheap they know they will fail and they also know you'll be back buying a new unit.

I was specifically thinking about washing machines.

Gone are the days of generic repair shops. Very few people will attempt to repair they will just buy new.

Such a waste I have to add.
Reply With Quote
The following 2 users would like to thank Cata1yst for this useful post:
  #5  
Old 21.07.2016, 16:29
bigblue2's Avatar
Forum Legend
 
Join Date: Mar 2009
Location: Glarus
Posts: 8,082
Groaned at 484 Times in 403 Posts
Thanked 14,715 Times in 5,780 Posts
bigblue2 has a reputation beyond reputebigblue2 has a reputation beyond reputebigblue2 has a reputation beyond reputebigblue2 has a reputation beyond reputebigblue2 has a reputation beyond reputebigblue2 has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

there isn't a lot inside a fridge that can go wrong, I'm sure other people have had the same issue so have you googled it?

Samsung are a terrible terrible company, totally uninterested in anything but there current line, be it tv's, phones or fridges there tv power supply debacle being a prime example.

Anyway check forums then ebay for the replacement main board, if its anything like there tv's it will be something silly like a cheap nasty capacitor failing, 5p part and a soldering iron, job done.
Reply With Quote
The following 2 users would like to thank bigblue2 for this useful post:
  #6  
Old 21.07.2016, 16:50
Phil_MCR's Avatar
Forum Legend
 
Join Date: Oct 2009
Location: Basel
Posts: 15,209
Groaned at 302 Times in 202 Posts
Thanked 19,405 Times in 8,175 Posts
Phil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

Well, without a model number it is hard to help, but seems like some models have a problem and can be fixed:

http://www.maxperience.com/en/samsun...-switching-off
Reply With Quote
The following 2 users would like to thank Phil_MCR for this useful post:
  #7  
Old 21.07.2016, 17:46
bigblue2's Avatar
Forum Legend
 
Join Date: Mar 2009
Location: Glarus
Posts: 8,082
Groaned at 484 Times in 403 Posts
Thanked 14,715 Times in 5,780 Posts
bigblue2 has a reputation beyond reputebigblue2 has a reputation beyond reputebigblue2 has a reputation beyond reputebigblue2 has a reputation beyond reputebigblue2 has a reputation beyond reputebigblue2 has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

well that seems simple enough, shame the repair guy didn't seem to know his stuff. Worst case I'll take the fridge off your hands
Reply With Quote
The following 2 users would like to thank bigblue2 for this useful post:
  #8  
Old 21.07.2016, 17:52
Phil_MCR's Avatar
Forum Legend
 
Join Date: Oct 2009
Location: Basel
Posts: 15,209
Groaned at 302 Times in 202 Posts
Thanked 19,405 Times in 8,175 Posts
Phil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

when buying stuff, it is sometimes worth checking the service manual before hand to see how repairable it is.

sometimes i buy stuff with known fixable faults as at least you know what you're dealing with and there's already a community out there to help.
Reply With Quote
The following 2 users would like to thank Phil_MCR for this useful post:
  #9  
Old 21.07.2016, 18:02
Mullhollander's Avatar
Forum Legend
 
Join Date: Dec 2012
Location: Aargau
Posts: 2,785
Groaned at 11 Times in 10 Posts
Thanked 3,998 Times in 1,736 Posts
Mullhollander has a reputation beyond reputeMullhollander has a reputation beyond reputeMullhollander has a reputation beyond reputeMullhollander has a reputation beyond reputeMullhollander has a reputation beyond reputeMullhollander has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

Fust sells and services Samsung Foodcenters according to this:

https://www.fust.ch/de/p/kuechengera...d-8127968.html

Although the contact form doesn't say where their repair centers are, I would expect that there is a Fust repair center somewhere near Basel:

https://www.fust.ch/de/reparatur-ser...--1--1056.html
Reply With Quote
The following 2 users would like to thank Mullhollander for this useful post:
  #10  
Old 21.07.2016, 18:16
Carlos R's Avatar
Forum Legend
 
Join Date: Dec 2009
Location: Roundn'about Basel
Posts: 7,231
Groaned at 105 Times in 95 Posts
Thanked 9,934 Times in 4,178 Posts
Carlos R has a reputation beyond reputeCarlos R has a reputation beyond reputeCarlos R has a reputation beyond reputeCarlos R has a reputation beyond reputeCarlos R has a reputation beyond reputeCarlos R has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

Castro - when you give up, get the replacement from here.

http://www.super-discount.ch/de/kueh...kuehlschraenke

We got a big US-style Seimens and it works a treat (5 yrs old)
Reply With Quote
The following 2 users would like to thank Carlos R for this useful post:
  #11  
Old 22.07.2016, 21:47
Castro's Avatar
la mod
 
Join Date: Nov 2007
Location: ZG
Posts: 5,802
Groaned at 129 Times in 105 Posts
Thanked 17,513 Times in 5,566 Posts
Castro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

After much back and forth by email, I've finally managed to get some form of resolution. Samsung Switzerland have agreed that as a goodwill gesture, if the various fixes being tried by the engineer don't work then they will pay for that lost labour and parts. However if he ends up finding and curing the problem then I assume the full cost.

So spoke with the engineer today and he is ordering parts worth CHF 400. If he manages to fix the issue then the total bill will be CH 180 (for his earlier visit) + CHF 400 parts + CHF 180 labour and travel i.e. CHF 760 total

This is definitely a good advert for taking out an extended warranty
Reply With Quote
  #12  
Old 22.07.2016, 21:53
Phil_MCR's Avatar
Forum Legend
 
Join Date: Oct 2009
Location: Basel
Posts: 15,209
Groaned at 302 Times in 202 Posts
Thanked 19,405 Times in 8,175 Posts
Phil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond reputePhil_MCR has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

Quote:
View Post
After much back and forth by email, I've finally managed to get some form of resolution. Samsung Switzerland have agreed that as a goodwill gesture, if the various fixes being tried by the engineer don't work then they will pay for that lost labour and parts. However if he ends up finding and curing the problem then I assume the full cost.

So spoke with the engineer today and he is ordering parts worth CHF 400. If he manages to fix the issue then the total bill will be CH 180 (for his earlier visit) + CHF 400 parts + CHF 180 labour and travel i.e. CHF 760 total

This is definitely a good advert for taking out an extended warranty
might have been cheaper just to buy a new (non-samsung) fridge!
Reply With Quote
  #13  
Old 22.07.2016, 22:05
Forum Legend
 
Join Date: Dec 2010
Location: ZH
Posts: 5,320
Groaned at 58 Times in 48 Posts
Thanked 2,708 Times in 1,614 Posts
SOBEIT has a reputation beyond reputeSOBEIT has a reputation beyond reputeSOBEIT has a reputation beyond reputeSOBEIT has a reputation beyond reputeSOBEIT has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

Quote:
View Post
might have been cheaper just to buy a new (non-samsung) fridge!
Or buy Miele.
Reply With Quote
  #14  
Old 22.07.2016, 22:08
Castro's Avatar
la mod
 
Join Date: Nov 2007
Location: ZG
Posts: 5,802
Groaned at 129 Times in 105 Posts
Thanked 17,513 Times in 5,566 Posts
Castro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

Quote:
View Post
might have been cheaper just to buy a new (non-samsung) fridge!
It just seems like such a shame, for its size and cost it should be repairable and not simply disposable.
Reply With Quote
  #15  
Old 22.07.2016, 22:13
3Wishes's Avatar
Moderately Amused
 
Join Date: Jul 2010
Location: Bern area
Posts: 11,588
Groaned at 93 Times in 88 Posts
Thanked 20,282 Times in 8,968 Posts
3Wishes has a reputation beyond repute3Wishes has a reputation beyond repute3Wishes has a reputation beyond repute3Wishes has a reputation beyond repute3Wishes has a reputation beyond repute3Wishes has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

I've no experience with Samsung fridges, but just a random thought...have you tried contacting U.S. customer service for advice? Of course you're not there, but they don't need to know that. U.S. versions of customer service have a reputation of being over-the-top trying to help you in any way possible so it might be worth sending an email or something.
Reply With Quote
This user would like to thank 3Wishes for this useful post:
  #16  
Old 22.07.2016, 22:21
lost_inbroad's Avatar
Forum Legend
 
Join Date: Dec 2009
Location: Town or region
Posts: 11,491
Groaned at 655 Times in 417 Posts
Thanked 16,388 Times in 6,379 Posts
lost_inbroad has a reputation beyond reputelost_inbroad has a reputation beyond reputelost_inbroad has a reputation beyond reputelost_inbroad has a reputation beyond reputelost_inbroad has a reputation beyond reputelost_inbroad has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

Quote:
View Post
Fust sells and services Samsung Foodcenters according to this:

https://www.fust.ch/de/p/kuechengera...d-8127968.html

Although the contact form doesn't say where their repair centers are, I would expect that there is a Fust repair center somewhere near Basel:

https://www.fust.ch/de/reparatur-ser...--1--1056.html
Not only that but Fust also carriers spare parts for their entire product range. (At least that was the case a couple of years ago)
Reply With Quote
This user would like to thank lost_inbroad for this useful post:
  #17  
Old 02.08.2016, 12:44
krlock3's Avatar
Forum Legend
 
Join Date: Feb 2006
Location: Zrich
Posts: 3,135
Groaned at 50 Times in 37 Posts
Thanked 2,441 Times in 1,161 Posts
krlock3 has a reputation beyond reputekrlock3 has a reputation beyond reputekrlock3 has a reputation beyond reputekrlock3 has a reputation beyond reputekrlock3 has a reputation beyond reputekrlock3 has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

I concur with the guy who said "Buy Miele".

Always hearing horror stories about Samsung home equipment.

Never hearing anything except good things about Miele.

I went for Miele, couldn't be happier.
Reply With Quote
  #18  
Old 21.08.2016, 23:26
Castro's Avatar
la mod
 
Join Date: Nov 2007
Location: ZG
Posts: 5,802
Groaned at 129 Times in 105 Posts
Thanked 17,513 Times in 5,566 Posts
Castro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond reputeCastro has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

Just to close the loop, the matter has now been settled.

Samsung paid for the attempted repair/replacement of the electronics but to no avail. Another engineer was sent and the fault was eventually tracked down to a faulty inverter compressor. Fortunately that is one of the only things covered by a 10 year warranty (so confident are Samsung in this tech ).



Anyway, in certain cases they would have the part replaced but in this instance they decided to cut their losses, scrap the fridge and give me a partial refund based on its age (about half its RRP).

Its better than a poke in the eye, so now I have gone ahead and bought its replacement, but this time with a 5 year extended warranty slapped on top.
Reply With Quote
  #19  
Old 22.08.2016, 09:23
Guest
 
Posts: n/a
Re: Samsung side-by-side fridge freezer

Quote:
View Post
I concur with the guy who said "Buy Miele".

Always hearing horror stories about Samsung home equipment.

Never hearing anything except good things about Miele.

I went for Miele, couldn't be happier.
The oven has been repaired twice and we're on our third rarely used steamer. The last repairman, came in shook his head and just said 'Uh. Miele, Miele, Miele'. The Electrolux stuff has been faultless.
Reply With Quote
  #20  
Old 22.08.2016, 11:42
My2pups's Avatar
Forum Veteran
 
Join Date: Apr 2007
Location: Used to be Zurich
Posts: 1,706
Groaned at 94 Times in 64 Posts
Thanked 1,989 Times in 870 Posts
My2pups has a reputation beyond reputeMy2pups has a reputation beyond reputeMy2pups has a reputation beyond reputeMy2pups has a reputation beyond reputeMy2pups has a reputation beyond reputeMy2pups has a reputation beyond repute
Re: Samsung side-by-side fridge freezer

Castro - This is a bit different than your problem, but we have a Samsung refrigerator/freezer that does not have an icemaker. The problem we have is the freezer (at the bottom) had a defrost problem that was causing the cooling cycle (of fridge and freezer) to turn itself off quite often, resulting in a worse problem.

I defrosted it myself a few times, using a hair dryer for about an hour. But it kept coming back. Eventually, I found that the ice had built up way back in the cooling system and I needed to let it thaw overnight for all of the ice to melt. Now that all of the "cooling passages" are unblocked, everything seems to work correctly again. The unit is at least 7 yrs old, so pretty happy with its durability now that I understand what the problem is/was.

Good luck with the new fridge!
Reply With Quote
This user would like to thank My2pups for this useful post:
Reply




Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off


Similar Threads
Thread Thread Starter Forum Replies Last Post
Difference in Daily life French side vs. German Side? Just_A_Mutt Daily life 31 20.08.2014 11:18
Refrigerator Side by Side birdiebirdie Other/general 8 09.04.2013 20:49


All times are GMT +2. The time now is 22:58.


Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2022, Jelsoft Enterprises Ltd.
LinkBacks Enabled by vBSEO 3.1.0